Everything your team needs to train, onboard, and operate — booking walkthroughs, activation tactics, operational SOPs, and the step-by-step activation checklist.
A walkthrough of every booking path. Use these for agent training, onboarding new staff, or sharing with Guest Services teams.
Guests visit your co-branded booking URL (e.g., shipplay.com/[partner]). Your cruise itineraries pre-load automatically. Guests select bags, enter pickup address, and pay. Confirmation and labels are emailed immediately.
Step-by-step online guide →Guests (or your call center agents) call our Cruise Concierge team at (855) 566-2085, Mon–Fri 9am–7pm ET. The team books on the guest's behalf, handles payment, and mails the welcome packet with labels.
Phone booking guide →Guests can book disembarkation shipments (bags from cabin back home) through your Guest Services desk while on the ship. Ship&Play supplies labels, zip ties, and instruction cards to keep onboard at all times.
Onboard booking guide →Use this as a starting point for any pre-cruise or booking call — keep it brief and frame it as a convenience upgrade.
"We've partnered with Ship&Play to offer luggage shipping directly to your stateroom. You'd never have to check a bag at the airport. It's [price per bag] each way. Want me to connect you with their Concierge team to set that up?"
Proven tactics for getting guests to book — from pre-cruise communications to onboard promotion.
Include a Ship&Play mention in pre-cruise emails sent 4–6 weeks before sailing. Subject lines like "Your bags can arrive before you do" have the highest open rates.
Add a Ship&Play callout to the booking confirmation email or "prepare for your cruise" checklist page. Guests are highly receptive right after booking.
Train agents to mention Ship&Play naturally during pre-cruise calls. A single sentence ("would you like your bags at the pier when you board?") drives significant conversions.
Guest Services can promote disembarkation shipping at embarkation. A table card or mention during cabin check-in is highly effective.
Guests on 14+ day voyages pack significantly more. These are your highest-value Ship&Play customers — target them specifically in pre-cruise outreach.
Your co-branded URL (shipplay.com/[partner]) is the primary conversion tool. Include it in all digital communications, the ship's app, and the pre-cruise portal.
Want the full activation playbook?
Partner-specific tactics, email templates, and co-branding guidelines are in the Activation Playbook.
View Activation Playbook →Manifests, port coordination, label lookups, and supply requests — everything your ops team needs.
Ship&Play provides sailing manifests so your ship team knows exactly which guests have bags arriving.
How Ship&Play interfaces with your port team on embarkation and disembarkation days.
If a guest needs a replacement label, lost their confirmation, or has a tracking question — here are the three lookup methods.
Ship&Play provides all onboard supplies at no charge.
Not sure who to contact? Use this guide.
Operational playbooks for call center handoffs, escalations, and onboard coordination.
When a guest expresses interest in luggage shipping, the best practice is a warm email introduction that puts the guest directly in touch with the Ship&Play Concierge team.
While on a call with the guest, compose a quick email to concierge@shipplay.com with the guest CC'd. This ensures the Concierge has full context, the guest feels taken care of, and the handoff is seamless.
Share (855) 566-2085 (Mon–Fri 9am–7pm ET) and tell the guest to mention that [your cruise line] sent them — this ensures partnership rates and attribution apply automatically.
When a guest has a question about their bag status, follow this escalation path.
What to tell guests — and what to do — if a bag hasn't arrived in the stateroom or at their home. Note: Ship&Play proactively tracks and monitors all shipments and keeps guests updated on any issues — this is a rare occurrence.
Ship&Play manages all port agent coordination directly — your ship's team doesn't need to coordinate with any third parties.
Not sure who to call? Use this guide.